Vodstra Limited - Our client is a major nationwide logistics and transport company operating high-value cargo, passenger routes, terminals, and interstate corridors across Nigeria.
They are recruiting to fill the position below:
Job Title: Customer Service Manager
Location: Lagos
Employment Type: Full-time
Industry: Transport & Logistics
Job Summary
- We are seeking an exceptional Customer Service Manager who will transform our customer service function into a strategic business unit that enhances customer satisfaction, drives revenue, and contributes directly to the company's profitability.
- This is not a traditional customer service role.
- We are looking for a target-driven leader who understands that outstanding customer experience is a competitive advantage and a measurable contributor to business growth.
- If you have a proven track record of leading high-performing customer service teams within the transport, logistics, aviation, hospitality, or related service industries, we want to hear from you.
Key Responsibilities
- Develop and execute customer service strategies aligned with the company's business objectives and revenue targets.
- Lead, coach, motivate, and manage the customer service team to consistently achieve agreed KPIs and departmental targets.
- Drive continuous improvement in customer satisfaction, customer retention, and service delivery.
- Establish and monitor customer service performance metrics, including Net Promoter Score (NPS), customer satisfaction (CSAT), complaint resolution, response times, and service quality.
- Analyze customer feedback and operational data to identify opportunities for process improvement and increased profitability.
- Collaborate with Operations, Sales, Marketing, Fleet, and Finance teams to improve the overall customer journey.
- Design and implement initiatives that convert customer interactions into revenue-generating opportunities.
- Ensure timely resolution of customer complaints while maintaining high service standards.
- Prepare management reports, performance dashboards, and strategic recommendations for executive leadership.
- Build a high-performance culture through coaching, accountability, and continuous development.
Requirements
- Bachelor's Degree in Business Administration, Marketing, Management, Logistics, or a related field.
- A postgraduate qualification or relevant professional certification is an added advantage.
- 7–10 years' experience in customer service, with at least 3–5 years in a managerial role.
- Strong preference for candidates with experience in the transport, logistics, aviation, mobility, or related service industries.
- Demonstrated success in improving customer satisfaction while achieving measurable business and financial outcomes.
- Excellent leadership, communication, negotiation, and problem-solving skills.
- Strong knowledge of CRM systems, customer analytics, and performance management tools.
- Proficiency in Microsoft Office Suite and customer service technologies.
Who We're Looking For
The ideal candidate is:
- A strategic thinker with strong commercial and business acumen.
- Passionate about delivering exceptional customer experiences.
- Highly analytical and data-driven.
- An experienced leader capable of building and managing high-performing teams.
- Results-oriented with a proven ability to achieve challenging performance targets.
- Able to thrive in a fast-paced, target-driven environment.
What We Offer
- Competitive remuneration package.
- Performance-based incentives.
- Leadership development opportunities.
- A dynamic and innovative work environment.
- The opportunity to shape customer experience within one of Nigeria's leading transport companies.
- Career growth in a performance-driven organization.
Application Closing Date
30th July, 2026.
How to Apply
Interested and qualified candidates should send their applications to: info@vodstra.com using the Job Title as the subject of the mail.
https://www.hotnigerianjobs.com/hotjobs/925638/customer-service-manager-at-a-major-nationwide-log.html